by Colin Shaw | May 19, 2014 | Customer Behaviour, Customer Experience
Firing Customers: When Enough is Enough The customer is always right is a tenet of customer service. It’s akin to a customer service law. But the truth is the customer isn’t always right and sometimes, when a customer is really unreasonable, it’s okay to fire them....
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by Colin Shaw | May 14, 2014 | Customer Behaviour
If you are one of my regular readers then you know that I am a Brit. Although I have lived in Florida for many years, I am still British through and through, as in I prefer football (read: soccer) to American Football, tea over coffee, and know exactly what a crumpet...
![British People Don’t Always Say What They Mean…Neither Do Customers]()
by Colin Shaw | Apr 30, 2014 | Customer Behaviour
Did you know that when you last went to the store, it’s likely that someone was watching your every move? But not to see if you were going to steal. No, they were watching so they could figure out what you were going to buy! Retail are simply taking the concept of...
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by Colin Shaw | Apr 28, 2014 | Customer Behaviour
One thing that every organization has is customer groups, or segments that have certain characteristics that are the same and that have the same values for their experience. Understanding these segments is important because when you identify these groups and what...
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by Colin Shaw | Apr 17, 2014 | Customer Behaviour
According to new research from New Voice Media, UK consumers are more likely than US consumers to drop an organization due to poor service. By defining that over $20 Billion in revenue is transferred due to bad service from firm to firm in the UK, this study reveals...
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by Colin Shaw | Apr 14, 2014 | Customer Behaviour
Customers taking things for granted is the enemy of all Marketers. How do you get your people to change their behavior and pay attention to your message? I have recently seen a great example of this in airlines safety videos. If you fly a lot like I do, you probably...
